The new e-learning is part of the Trust’s suite of training on supporting customers in vulnerable circumstances, and helps customer-facing staff to understand common conditions, handle disclosures and identify and support customers in these situations.

The launch coincides with the publication of Vulnerability: a guide for debt collection by the University of Bristol’s Personal Finance Research Centre, supported by the FLA and UK Cards Association. The research is authored by Chris Fitch and Colin Trend – the Trust’s lead subject matter experts on vulnerability – and throws a spotlight on a broad range of vulnerable circumstances that people can face.

Joanna Elson OBE, chief executive of the Money Advice Trust, served as chair of the BBA's Financial Services Vulnerability Taskforce. She said:

"This new research is a significant contribution to the evolving vulnerability debate in the credit industry. It is particularly pleasing to see evidence of good progress on supporting customers with mental health problems – an area that the Trust has worked on with a large number of creditors over several years.

"Vulnerability, of course, goes far beyond mental health, and the research throws a welcome spotlight on the full range of vulnerable circumstances that people face.

"The good news is that these crucial issues remain high on the agenda of creditors across sectors. We hope our new e-learning on serious illness will help firms to further support customers, as they increasingly focus on the broad range of vulnerable circumstances their staff are presented with day in, day out."